Waters Corporation

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APAC Training & Support Supervisor

APAC Training & Support Supervisor

Waters Division
Field Support
New Hire

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The candidate will Supervise the local GSS team and provide service support and training to the Waters Field Operations covering the operation, applications and system troubleshooting for Liquid chromatography/Mass spectrometry systems. The candidate should have experience with ACQUITY systems connected to Mass spectrometers (Quadrupole and QTOF instruments) running on Empower, MassLynx and UNIFI. Applications support may include Clinical, Pharmaceutical, Food, Fractionlynx, Super Critical Fluid, and Purification.


In partnership with our field operations team, provide front-line technical leadership for our field service engineers and regional site support


  • Act as an extension of the Waters Global Services organization
  • Provide technical telephone, electronic, and in person/in field support for Waters global field services including operational, applications, system troubleshooting, product recommendations and field visits
  • Provide remote support using technologies such as Insight, Teamviewer, WebEx, etc.
  • Provide Technical Training to our Waters Field Operations
  • Provide input to Global Operations, Quality, Development, Service and Product Management
  • Documentation of support calls in the appropriate tracking system
  • Maintain and repair UPLC, MS and SFC/SFE product line systems used for diagnostic troubleshooting as required
  • Manage regional escalations through to resolution by working with local management and the broader Global Services organization


  • Minimum of a Bachelors Degree or advanced degree in scientific discipline with course work in chemistry, engineering or related field of study
  • Experience of supervising a small team
  • Minimum 7 years experience maintaining, troubleshooting and supporting LC, MS and/or SFC instrumentation, preferably Waters
  • Prior Field Service experience as engineer
  • Strong interpersonal and customer relations skills
  • Polished communication skills, both verbal and written, in English
  • Chinese language skills (verbal/written) would be an advantage
  • Strong telephone, problem solving, analytical, and listening skills
  • Software skills including Microsoft and Waters chromatography data applications such as UNIFI, Empower and Masslynx along with SFC Superchrome and Chromscope knowledge

Location and Travel


The position, based in Shanghai, requires 30-40% travel within Asia and regular (quarterly) rotational visits to the Waters offices in Wilmslow, Cheshire, UK and Milford, Mass, US.